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Faqih Udin dan Jono M. Munandar Meivita Amelia
Departemen Manajemen, Fakultas Ekonomi Dan Manajemen, Institut Pertanian Bogor Jl. Agatis, Kampus IPB Dramaga, Bogor, Jawa Barat, Indonesia 16680
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Journal : Islamic Economics Methodology

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Driving Public Service Quality through Innovation and CRM: A Study of Perumda Air Minum Tirta Pakuan, Bogor Rabbani, Ahmad Dzaki; Slamet, Alim Setiawan; Munandar, Jono Mintarto; Hidayatulloh, Furqon Syarief
Islamic Economics Methodology Vol. 4 No. 1 (2025): Islamic Economics Methodology
Publisher : SMART Insight

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58968/iem.v4i1.625

Abstract

Evaluating public service quality is fundamental in measuring the performance of government institutions, particularly in sectors regulated by law. One of the most vital infrastructure services is the provision and management of clean water by regional water utilities. This study focuses on Perumda Air Minum Tirta Pakuan in Bogor City, a benchmark utility expected to exemplify innovation and high-quality service delivery. The research investigates the influence of innovation and customer relationship management (CRM) on service quality and formulates strategic recommendations. A mixed-methods approach was employed, combining descriptive statistics, Structural Equation Modeling–Partial Least Squares (SEM-PLS), and SWOT analysis. The study involved 140 customer respondents and five experts. Findings confirm that innovation and CRM have a positive and significant effect on service quality, with CRM also positively influencing innovation. Based on these insights, a growth and development strategy is recommended to strengthen Tirta Pakuan’s service excellence.
Co-Authors Abdul Basith Abdul Kohar Irwanto Abdul Rashid Aditya Pandu Nugraha Afra Nazhirah agung setiawan Agustina Setiyawati Ahmad Khoirun Nasihin Akmalia Zahra Ambar Rukmi Dyah Kusumawardani Aminah, Mimin Amzul Rifin Anggara, Muhamad Rafi Aprilia Kusumastuti Aprilia Kusumastuti Ariansyah Ariansyah Asep Hapidin Ayu Ningsetya Mardika Riskhi Azzahra, Kamilla Azzahra, Tiara Basith, Abdul Chairunnisa, Siti Maharani Deviany Amanda Rizki Dharmawan Santoso, Dharmawan Dinda Emmy Gusti Sofhia Eka Yunita, Eka Eko Ruddy Cahyadi Eria Putri, Angghina Fauzi, Siti Ismi Diningty Fety Nurlia Muzayanah Fu Jing Yi Furqon Syarief Hidayatulloh Galura Aqila Cakra Gendut Suprayitno Gumbira Said Handayani, Nesti Hanum, Nikmah Hardiana Widyastuti Hartrisari Hardjomidjojo Hasanah, Hibatul I Ketut Suada I Made Sumertajaya Irfan Syauqi Beik JAENAL EFFENDI Jasiulewicz, Anna Joko Purwono Kartikawati, Windha Dwi Khairiyah Kamilah Komala sari, Komala Lestari, Dyah Tri Linda Fitriani Luthfi Faishal Fauzi Ma'mun Sarma Ma'mun Sarma Ma'mun Sarma Machfud Machfud Maulida, Annisaturrahmah Ma’mun Sarma Mokhamad Syaefudin Andrianto Muhammad Nur Aidi Muhammad Syamsun Muhammad Syamsun Muhammad Syamsun Muhammad Syamsun Mukhamad Najib Mukhamad Najib Munthe, Ribka Cynthia F. Musa Hubeis Nadhry Nadirman Nur Majdina Nurullah Sururi Afif Panlevi, Sandi Pratama, Fredie Putranto, Eko Aji Qital, Dari Aulia Rabbani, Ahmad Dzaki Restutiani, Meila Rosanty Reyna Nadhya Ulhaq Reza Hadim Adiwiguna Ribka Cynthia F. Munthe Ribka Cynthia Munthe Rizal , Fikri Samsu Saniatun Nurhasah Sarma, Ma’mun Sembiring, Ifan Hernata Setio Pramono Silvia Dewi Sagita Andik Siti Ismi Diningty Fauzi Slamet Budijanto Slamet, Alim Setiawan Sri Ariyanti Suherman Suherman Sukiswo Dirdjosuparto Syamsidar Syamsidar Syamsidar Syamsidar Syarifuddin Nur Tajuddin Bantacut Tjahja Muhandri Triatmoko, Cinde Ujang Sumarwan Ulhaq, Reyna Nadhya Wiwin Nurhasanah Worapishet, Thirarut Y.E. Hermawan Yani Nurhadryani Yanthi, Evy Rusmanida Yuhanna Aftika Yuningsih Zahra, Nisa Zainati Fakhrina